Customer Service Lead (hybrid)

Description

Job Description

The Customer Service Lead role leads a division within Customer Service such as Returns, Social Media, Reviews/Feedback, etc. This role acts as a liaison to provide product/services information and resolve emerging problems (i.e. complaints, orders, errors, account questions, billing, cancellation, etc.) that our customers face regarding accuracy and efficiency.  Monitor and supervise overall customer service interaction, actively coach others on the customer service team, and employ top-level problem-solving skills to resolve any customer issues. Finally, lead daily meetings/huddles with the customer service team to ensure day to day issues are resolved efficiently. The target is to ensure and lead excellent service standards and maintain high customer satisfaction across all companies. 

Requirements

Job Duties

• Complete and fulfill job duties/tasks with assistance from Customer Service Manager.
• Coach, mentor, and lead team members.  Teaches team members how to handle situations while empowering them to teach themselves.
• Create, implement and standardize customer service strategies and projects for their respective team, partnering with CS leadership to create these strategies. 
• Improve and create efficient work flows/standards to ensure the team is running at its most efficient capacity at all times. Lead the implementation of standards of work, such as stat sheets. 
  • Solutions are proven through data and the improvement is measurable with metrics / data.
  • Has examples of previous projects / initiatives / improvements Lead has implemented and that had a positive impact to the Enterprise and divisions.
• Educate the team on proper communication via email/phone and provide coaching to improve team members skills.
• Lead daily, weekly and monthly team meetings with metrics and boards for reporting within their division to meet/exceed department KPIs.
  • Directly responsible for all metrics/performance of their division
  • Address failing metrics, needs of the team, and needs of the Customer Service Manager
• Full understanding and follow through on “Root Cause” as well as PPS (performance, problems, solutions) to solve issue situations and failing processes.
  • Focused within the customer service department, however may require collaboration with other departments (eg. system flaws, warehouse processing errors, social media and any other structure impacting our customer interaction)
• Ensure all escalated situations have an outcome that benefits the customer with the least amount of loss for the enterprise.
  • Understanding when a greater loss for the enterprise is worth while to please an escalated customer and in turn, provide the best service possible
• Facilitate daily reporting, daily board updating, main huddle facilitation, CS scorecard etc. in the  Customer Service Manager’s absence as needed.
• Onboard and train new hires. Monitor their performance and progress, focus on improving daily metrics. 
• When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Ability to work independently and as part of a team
• Strong teamwork and collaboration skills
• Creativity, customer focus, and strong attention to detail
• Advanced problem solving and decision-making skills 
• Strong organizational and analytical skills
• Clear verbal and written communication skills 
• Strong emotional intelligence
• Knowledgeable with process implementation, team member training, and sustaining department metrics
• Strong leadership skills
• *Experience, knowledge and skills will be assessed and determine level of role

Minimum Requirements

Education 

• High School Graduate or General Education Degree

Experience

• 5 years of prior customer service experience.
• Prior leadership experience is preferred. 
• Prior experience with warranty, returns, damage claims, negative reviews, or other specialized areas, are preferred.
  
  

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday. 

Expectations

• Location: Hybrid - some in-office time required
• Open and honest communication with leadership and peers
• Own your plan, own your work
• Always follow up and follow through
• Stay positive, own your mood

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

 SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law.